Privacy Policy & Terms of Service

Terms of Service:


Frontline Assistance for Stress and Trauma is able to offer free, fast and effective one-to-one emotional support through Emotional Freedom Technique. We do this by matching UK based healthcare and emergency professionals with one of the qualified practitioners registered with us.

All the practitioners registered with us have been chosen for their skill, experience and empathy. Each registered practitioner is fully qualified, insured and trauma experienced.


Our practitioners are able to offer each healthcare or emergency professional up to four free sessions, although they may choose to have fewer sessions if they wish. When you contact FAST to request support, we will match you with one of the practitioners on our register. They will then contact you to arrange an appointment.


Our sessions are offered on a first come, first served basis and we are not able to guarantee appointments with particular practitioners. Once you are matched with a practitioner they become fully responsible for managing and maintaining the professional relationship. Whilst we take every possible step to ensure the practitioners registered with us are aligned with FAST's professional code of conduct, we are not responsible for the content of individual sessions. That responsibility lies with the individual practitioner alone.


We are here to help and will not tolerate abuse of any kind whether directed towards individual practitioners or the organisation. We will always support our practitioners should they need to terminate any agreement due to verbal abuse or other unwelcome behaviour.

Any Emotional Freedom Technique session offered under these terms does not constitute qualified medical or legal advice or direction. If you have any medical or legal concerns, please consult with a suitably qualified professional.


Unfortunately, we are not able to offer sessions overseas healthcare or emergency workers at this time.


Cancellation policy:

We understand that from time-to-time something may come up which means you have to cancel a session. Where possible, please allow at least 48 hours notice of any cancellation. Due to the demand for both our and our therapists' services, if two sessions are cancelled with fewer than 48 hours notice we will automatically review whether we are able to continue offering you sessions.


Quality Assurance:


Whilst we aim to deliver the best possible service and hope that you are entirely satisfied, we understand that there may be occasions where you feel that we could have done things better.


In the event of a complaint, please email us at [email protected] in the first instance.

We are committed to working with you to resolve any issues around our service and we will always do our best to resolve the situation. Formal complaints will be acknowledged within three working days and investigations concluded within one month. We will always keep you informed regarding the progress and outcomes of formal complaints, including any action taken.


We are always keen to receive feedback so that we can improve our services. Please contact us at [email protected] We aim to respond to any messages within one working day although may take slightly longer during especially busy periods.


GDPR Compliance and Privacy Statement


The party referred to as 'we', 'our' and 'us' in this statement refers to Frontline Assistance for Stress & Trauma abbreviated to FAST.


Confidentiality:

We understand the sensitive nature of the information disclosed by FAST service users and practitioners and we take confidentiality very seriously. We will never share your personal details with anyone outside of the organisation, nor sell your details to any individual or any organisation. We will always treat your personal information with respect.


FAST service users: Your practitioner is required to keep anything you disclose during therapy sessions strictly confidential with the exception of disclosures of risk of serious harm to yourself or another person.


Examples of these disclosures include information that raises concerns about the safety of a vulnerable person or indicates involvement in illegal activity. In these situations they are required to make a disclosure under UK/EU Law as we are based in the UK. They will always aim to inform you if we intend to disclose your information to law enforcement or other welfare organisations such as Social Services, when it is safe and reasonable to do so.

We may gather data about the service we offer in order to approach funding decision-makers, however any information we share with them will be anonymised and any personal identifying details removed.


The way your practitioner collects this information is to ask you a short series of questions regarding wellbeing at the beginning and end of your sessions. This helps us measure how effective our service is. Your name is removed from the paperwork and there will be nothing entered that identifies you personally so you cannot be connected to this information. This information is stored in a separate, secure server and is never filed with additional information that could make you personally identifiable.


If you would like to see a copy of the form that is used or have any questions about the process, please ask your practitioner who will be happy to answer any questions. You can also email us at [email protected]


We will not provide details of your sessions to any third party. If your individual practitioner discusses your case with a Clinical Supervisor, your details will be anonymised and only your initials used. Our Clinical Supervisors are part of the internal FAST structure and are bound by our code of conduct. We never engage in supervision from external practitioners not directly registered with the FAST organisation.


We do not provide letters detailing your attendance at or content of sessions to any third party. We are not able to offer any information to be used in divorce, child contact or other legal proceedings.


In order to act in compliance with professional organisations that therapists belong to, individual practitioners will keep a record of your attendance at sessions and a general note of the issues you have discussed. They may also ask you to provide your name, date of birth, postal address, telephone number and email address for their professional records. Once you are matched with a practitioner they become responsible for maintaining the professional relationship and managing the information you share with them. Please contact them directly if you require any information about how information relevant to your sessions is being stored. Please be assured that all of our practitioners are fully qualified professionals and practice in line with data protection and GDPR legislation.


In accordance with GDPR legislation, when you provide your personal details to us via this website you will be asked to check a box to state that you agree to submitting your details in line with this privacy policy.


When you make an enquiry about our service via this website, we will respond to your enquiry but will not automatically add you to any mailing list. The information we collect about you is only ever used by us to process your enquiry. We do not use this information for any other purpose beyond managing FAST's professional relationship with you and delivering our service.


Only FAST coordinators and the individual practitioner you are matched will have access to any details you share with us. All information regarding therapists and service users is processed on a 'need to know' basis and is not shared with any member of the team not directly involved in essential administration.


You can change your mind about using our service at any time by getting in touch with your practitioner or emailing us at [email protected] 


If you wish to see what information we hold about you, please email us at [email protected] . GDPR gives all service users the right to erasure. If you want us to erase any information we hold about you, please email us at [email protected] with your request. All details we hold in relation to you will be erased within a maximum of two weeks. We will also write to you to confirm that this action has been taken.

We are registered with the Information Commissioner's Office (ICO). Our registration number is ZA761739.


Our appointed data protection compliance manager is Wendy Stoten. For any information regarding how we process your data, please email [email protected] in the first instance. You can also write to Wendy at 1 Rose Hill, Marazion, Cornwall, TR17 0HB


We use Survey Monkey, Teamup! & Vistaprint Digital to process requests for support and therapist registration requests. We work in the understanding that they are in full compliance with current GDPR regulations and that they hold your data securely on their servers. The information you provide by submitting your request for support via our website will be transferred to Survey Monkey, Teamup! or Active Vistaprint Digital for processing in accordance with their terms and privacy policies.


Use of Cookies:

Cookies are pieces of information that a website transfers to an individual’s computer hard drive for record-keeping purposes. Cookies make using our site easier by, amongst other things, saving your preferences for you. These cookies are restricted for use only on our site and do not transfer any personal information to any other party. 


Most browsers are automatically set up to accept cookies. You can, however, reset your browser to refuse all cookies or indicate when a cookie is being sent. Please consult the technical information relevant to your browser for instructions. If you choose to disable your cookies setting or refuse to accept a cookie, some parts of the site may not function properly or may be considerably slower.


Malware/Spyware/Viruses:

Neither our organisation nor the site knowingly permits the use of malware, spyware, viruses, and/or other similar types of software.


This is not a static document and our terms and privacy policy may be amended from time to time consistent with current data protection requirements and the good care and well-being of both our clients and practitioners.